Table of reasons for chargeback

Table 1. ISO codes and reasons for chargeback
ISO code Reason - Description Required action
AC01 Incorrect account number
  • The IBAN or BIC code provided by the buyer is incorrect.
  • The account is not in euros.
Contact the buyer to confirm the correct IBAN.

Via the Merchant Back Office, update the token in order to update the BIC and/or the IBAN.

Re-submit the payment (see next chapter).

AC04 Closed account number

The account has been closed.

The buyer may have used an old account number or closed the account since the mandate was implemented.

Contact the buyer to obtain the details of the new account.

Via the Merchant Back Office, update the token in order to update the BIC and/or the IBAN.

Re-submit the payment (see next chapter).

AC06

Blocked account

The account has been blocked for direct debits:

  • either by the bank
  • or by the buyer
Contact the buyer to request a replacing payment account.

Via the Merchant Back Office, update the token in order to update the BIC and/or the IBAN.

Re-submit the payment (see next chapter).

AG01 Payment type not allowed

The SEPA direct debit cannot be implemented for this type of account.

E.g.: savings account.

Contact the buyer for information about the account to be used.

Via the Merchant Back Office, update the token in order to update the BIC and/or the IBAN.

Re-submit the payment (see next chapter).

AG02 Invalid bank operation code

Technical error

Contact the payment platform.

AM04 Insufficient funds

The debtor’s bank could not cover the direct debit due to insufficient funds.

Contact the buyer so that he or she credits the account, and re-submit the payment (see next chapter).
AM05 Duplication

Collection has already been made. This could either be due to an incorrect transaction ID, or if two transactions have been submitted.

Check whether the collection is really duplicate.
BE05 Unrecognised initiating party

The provided Creditor ID is incorrect or invalid.

Send the the ICS (Creditor Identifier) to the administrator of your payment gateway.
FF01

(Previously MD03)

Invalid file format

Technical error

Contact your payment platform.
FF05

Invalid local instrument code

Technical error

Contact your payment platform.
MD01 No mandate

The mandate for the buyer's account is no longer valid. The mandate may have been canceled by the buyer.

It is also used when a customer requests a refund, stating that the transaction was not authorized. This can occur up to 13 months after the settlement.

Check the expiration date in the Merchant Back Office.

In case of a refund, contact the buyer for more information.

MD02 Missing mandatory information in mandate

Technical error.

Contact your payment platform.
MD03 Invalid file format

Technical error.

Contact your payment platform.
MD06 Refund request by end customer

The buyer has requested a refund of an authorized transaction. May be received up to 8 weeks after the settlement.

Contact the buyer.
MD07 End customer deceased

You have attempted to set up a mandate for the account of a deceased individual. Extremely rare.

Terminate the agreement.
MS02 No specified reason by customer

The buyer rejects the direct debit.

This code may be received pre- or post-settlement, depending on how quickly the buyer's bank responds to the rejection.

Contact the buyer.
MS03 Non specified reason by agent

One of the most common error codes. Often used when banks choose to not provide more specific explanatory codes, such as MD07 and AM04, due to data protection reasons.

Contact the buyer to request if he or she can contact their bank to find out the reason for rejection.
RC01 Invalid BIC

The BIC code provided by the buyer is incorrect.

Contact the buyer to confirm the correct BIC.

Via the Merchant Back Office, change the token in order to update the BIC.

Re-submit the payment (see next chapter).

RR01 Missing debtor account or identification

Technical error.

Contact your payment platform.
RR02 Missing debtor name or address

Technical error.

Contact your payment platform.
RR03 Missing creditor name or address

Technical error.

Contact your payment platform.
RR04 Regulatory reason

R04 can be used for a regulatory reason different from RR01, RR02 or RR03.

Contact your bank and request that they contact the buyer's bank to find out the reason of the rejection.
SL01 Specific service offered by debtor agent

The request clashes with specific instructions that the buyer has configured for his or her account.

E.g.: the creditor is blacklisted.

Contact the buyer.
TM01 Cut off time

The time limit has passed.

Contact your payment platform.